Customer Care Team Lead
3 weeks ago
Job Title: Customer Care Team Lead - Electric Car Leasing
Job Summary:
We are seeking a highly skilled Customer Care Team Lead to oversee our team who will investigate and analyze customer complaints in regulated and non-regulated environments. The ideal candidate will possess excellent internal and external communication skills, a strong curiosity for all things complaints, and the ability to motivate a team to deliver fair outcomes to our customers, with exceptional attention to detail.
Key Responsibilities:- Thoroughly investigate and analyze all escalated complaints
- Handle complex inbound and outbound communication with customers in a calm and assertive way
- Work closely with our Operations and Customer Success teams to deliver data-led performance monitoring, aligned to individual and team-wide objectives
- Use several data sources to monitor performance across metric scorecards and regular reporting against KPIs/SLAs
- Communicate with internal and external parties, as needed, to investigate and close complaints
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Ensure all complaints are documented according to policies and procedures
- Provide root cause analysis and notify senior management of trends to make recommendations for customer experience improvement
- Proven Complaint Handling experience in an FCA regulated environment
- High level understanding of the FCA's DISP regulations
- Excellent written and verbal communication skills
- Ability to build strong relationships with internal and external partners (power of persuasion)
- Experience in data analysis
- Experience in suggesting and implementing business improvements based on feedback
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management
The Octopus Energy Group is a leading energy supplier that seeks to improve the lives of millions of people by transforming the industries we operate in. We are part of the Octopus Group, which incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures, and Octopus Labs.
We are building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online but experience a 'lease for life' through an industry-changing customer experience.
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